NXEA gets a mention in the Dr B Ching column of the latest Private Eye magazine, highlighting the double standards applied by the company in the paying of fares / fines.
Referring to the Delay Repay scheme the article explains how, when rail or rail replacement bus services are delayed, passengers can obtain and fill in a form to apply, by post only, for compensation for delays exceeding 30 minutes. NXEA aims to respond within 15 days.
However, the NXEA guide to penalty fares states "you will be requested to pay the full amount by the authorised collector at the time the penalty fare is charged".
So basically when a passenger gets it wrong they have to pay up immediately but if NXEA gets it wrong compensation can take weeks to arrive.